Frequently Asked Questions

Welcome to NAGARAKU – Frequently Asked Questions

I. About Our Brand & Products

Q1: What makes NAGARAKU unique?
A: NAGARAKU lashes features a material that prevents curl rebound while looking and feeling softer and more natural.

Q2: Where are your located?

A: We are located in China, all of our products are made in China, and our factory is located in Pingdu City, Qingdao.

Q3: Do you offer samples ?
A: Yes, we offer samples for a small fee, which will be credited toward your first full-price order. Please contact us at +8618616795985 to request.

II. Ordering & Payment

Q4: Why can't I make a payment??
A:Please check if your order amount exceeds $30 USD. Our minimum order is $30 USD for free shipping.

Q5: What payment methods do you accept?
A: We accept all major credit/debit cards (Visa, MasterCard, American Express and so on), PayPal. All payments are processed securely through encrypted channels.

Q6: Is my payment information secure?
A: Absolutely. We use industry-standard SSL encryption and trusted payment gateways . We never store your full payment details on our servers.

Q7: Can I modify or cancel my order after placing it?
A: We strive to process orders quickly. If you need to make a change or cancel, please contact us immediately at +8618616795985 with your order number. We’ll do our best to assist if your order hasn’t yet entered the fulfillment stage.

III. Shipping & Delivery

Q8: What are my shipping options and costs?
A: We offer several options at checkout, from standard to express shipping. Costs are calculated based on your location and order weight. You’ll see the exact cost before you complete your purchase.

Q9: How long will it take to receive my order?
A: If your order is shipped from China, it generally takes 8-15 days. If it is shipped from our overseas warehouse, it generally takes 3-5 business days.
Delivery time then depends on your location and chosen shipping method. Estimated delivery windows are shown at checkout and in your order confirmation.

Q10: Do you ship internationally?
A: Yes, we ship to many countries worldwide. International shipping costs and times vary. Please note that customs duties or import taxes may apply and are the responsibility of the recipient.

Q11: How can I track my order?
A: Once your order ships, you’ll receive a shipping confirmation email with a tracking number and link. You can also track your order by logging into your account on our website.

IV. Account & Technical Support

Q12: How do I reset my account password?
A: On the login page, click “Forgot Password?” Enter your email address, and we’ll send you a secure link to create a new password.

Q13: I’m not receiving your emails (order confirmation, newsletters). What should I do?
A: First, please check your spam or promotions folder. To ensure you receive our emails, add official@nagaraku.com to your email contacts or safe sender list.

Q14: The website isn’t working properly on my browser.
A: We recommend using the latest version of Chrome, Safari, Firefox, or Edge. Clearing your browser cache and cookies often helps. If the issue persists, please let us know your device and browser details so we can assist.